Change-of-mind or remorse returns are not permitted

We understand that sometimes things don't quite go as intended and you might wish to return something you bought from us.  We do not accept returns or offer refunds or exchanges just because you changed your mind, regretted spending the money or found the same or similar products somewhere else at a lower price.

We do expect that you receive exactly what you ordered, so if you've received something different to what you ordered, please let us know as quickly as possible so we can set it right.

Chocolate melts

Everybody knows chocolate is made to melt.  So delivering our world class Australian grown chocolate to you without heat affecting it during the warmer months can be a bit tricky.

Although we pack every order with materials intended to help insulate against significant temperature fluctuations whilst in transit, we cannot guarantee that deliveries of our chocolate products will not be affected by heat in the warmer months, especially in summer.   Whilst our contracted courier network is generally okay for transporting chocolate, when it's left at your premises unattended in a sunny spot or left outside on a hot day, there's a high chance it could melt.

It's the cocoa fat that melts and it melts at body temperature, around 36C.  You may not qualify for a refund or replacement just because you received heat affected chocolate.  So if the weather in your area is warm, there's a few things we can suggest to reduce the risk of receiving chocolate that has melted...

• Don't place an order when the forecast temperature in your area for the coming week is over 25C.  Wait till the forecast temperatures are lower and order then.
• Stock up with your favourite Daintree Estates chocolate in the cooler months so you can avoid ordering in summer.
• Provide a delivery address where you know somebody will be present to receive the delivery in person so chocolate is not left unattended outside.

The chocolate I received doesn't look right

If you've received Daintree Estates chocolate which has white blotches (heat bloom) on the surface or is a distorted shape, it's been exposed to temperatures over 28C.  How long it's exposed to heat will impact whether the shape is distorted, or the surface is merely discoloured (heat bloom). 

Chocolate that has melted and then resolidified is perfectly okay to eat, and will still taste exactly the same although the texture might feel a little different at first.  So if you don't mind how it looks, it's perfectly safe to eat and you'll still enjoy the wonderful flavours of our Australian chocolate.

Can I return heat affected chocolate for an exchange?

Yes, but only if the temperature in your location published by the Australian Bureau of Meteorology on the day of delivery is 25C or lower.  Where we can confirm this, we will happily exchange heat affected chocolate once you send it back to us.  We will reimburse you for the cost of postage to send it back to us and will send the replacement chocolate to you at no extra charge.

If the temperature in your location published by the Australian Bureau of Meteorology on the day of delivery is higher than 25C, a replacement is not available, sorry.  We strongly recommend you do not order chocolate for delivery during the warmer months and instead buy it in-store.  Consider stocking up during the cooler months so you don't need to order during summer. 

You're protected 

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.  You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

However you might not be entitled to receive a replacement or refund where you decide you don't like what you received, or it's been heat affected in line with the warnings shared on this page.